Dr. Gary Montoute Dha, Mba-Itm, Itil Email & Phone Number

Kissimmee, Fl, Us

Chief Technology Office/Operational and Strategic focus for a system of contact centers supporting a $9B plus non-profit healthcare organization with 52 Hospitals and ERs. Direct the Service Desk Contact Center supporting technology needs for hospital staff and contractors. Department oversight for the Hospital Contact Center servicing patients and families receiving care from Orlando Health’s network medical centers (appointments, patient updates, crisis management calls, and more). World Class contact center leadership acumen provided to all Orlando Heath contact centers. ◉ Lead operations, digital transformation, budget optimization, automation, and business process redesign to enhance the customer experience for over 2 million Healthcare and IT annual contacts. ◉ Conduct reviews of Artificial Intelligence tools from AI vendors to ensure proof of concept before engaging third-party support for Contact Center services for patient/customer needs and confidentiality. ◉ Strong partnerships with Orlando Health IT & Non-IT leadership. These collaborations ensure that corporate imperatives such as "Be Your Best Place to Work" are at the forefront for the best employee experiences.◉ Championed Design Thinking activities to enhance custom applications that support omnichannel explorations for providers. Resulted in an application development with over 95% support rating. ◉ Headed the redesign of the Quality Assurance process, which increased the number of calls reviewed and expedited feedback and coaching loop without adding FTE. ◉ Leveraged best practices from ITSM and Gartner Healthcare IT Standards to deploy business transformations that have yielded customer satisfaction scores on the average of 4.85. ◉ Promoted a majority of tenured team members in 2 years by motivating staff to pursue advanced educational, qualifying them for more senior roles. Reduced attrition rates from 60% to under 12% as a result .

Orlando, Florida, United States

Full oversight of Service Desk and Identity Access Management for all Orlando Health. Operational leader focusing on key areas that offer success -- team member relationships, end user/support ratios, operational effectiveness, employee experience, and on-boarding/off-boarding support. Leveraged my strength in mapping people and their passions to ensure staff development. Applied Gartner and HDI standards to internal metrics, setting the framework for the division to achieve incredible successes. Stakeholder supporting Mergers and Acquisitions though MFA registrations, Service Desk and System Access engagement. Change Management- accountable for the change advisory board (CAB) adherence to processes involving infrastructure and non-infrastructure changes for all Orlando Health.◉Service Level improvements in physician wait times and MTTR. Implementation of Tele-Medicine Support.◉ Developed 100% remote support solution for the service desk and identity access teams.◉Improved incident management process through developing Level 1.5 concepts with OLA improvements.◉Improved workflow and tiered service desk operations resulting in 20% decrease in abandon rates.◉Led on-boarding of facilities access management and service desk operations M&A executions.

United States

Le Montoute Group provides turn-around leadership coaching through mentorship, motivational speaking events, personal brand recognition and development. Our vision lies on the foundation of service and stewardship.

Tampa/St. Petersburg, Florida Area

Chief Technology Office / Customer Experience Leadership with oversight of PwC Technology Support. Directed IT Operations for the offshore vendor providing technology support for mobile and desktop environments serving over 50K PwC employees. Led alignment of processes across Canada, Brazil, LAN, Mexico and the Caribbean ensuring that the delivery of all products to the desktop platform presented an improved experience for all PwC employees. Security liaison in charge of vendor compliance, training, and investigations processes. ◉ Coached and mentored over 100 PwC Technology Support subject matter experts on improving performance and delivering outstanding results in over 20,000 break fixes in Windows 10, Mojave, Global Protect, Pulse Secure, Salesforce, Bluecoat, Mobile-iron, Workspace One, Thycotic, SCCM, and more. ◉ Leadership oversight of major incidents ensuring full participation of teams during outages and service impairments. Directed vendor management training, hired a lead for PwC Technology Support, and spearheaded training and development for external staff. ◉ Customer Experience and User Experience focused Automation Champion who deployed new processes that saved over 10,000 hours of administrative work annually.◉ Leveraged Kanban and Lean IT practices to improve Customer Satisfaction to 95% by implementing more efficient voice of the customer programs. The process was validated and used at a university as part of their customer experience program. ◉ Earned Digital Acumen Badge by Acclaim by completing rigorous training in Data Acquisition, Data Visualization, and Robot Process Automation.

Orlando, Florida Area

" All our dreams can come true if we have the courage to pursue them." - Walt DisneyDirect management of the 24x7 Disney Technology Operations Center that provides application and system management services to (TWDC) The Walt Disney Company including Walt Disney Parks and Resorts, ABC, ESPN, Disney Studios, Disney Consumer Products and Disney Cruise Lines. ITIL focused delivery on Major Incident Management, Problem and Availability Management processes. ◉ Led team of 20 technical staff in identifying and facilitating the expedient resolution of major service-impacting events and preventing future impact through proactive problem analysis. ◉ Improved company-wide infrastructure through managing changes to better support TWDC’s global growth and stable presence. ◉ Directed the timely resolution of over 40K incidents per month to ensure seamless operations for back-end and customer-facing systems.◉ Deployed and maintained critical systems for Star Wars launch. Also provided operational backend support of ABC on-air critical productions to include Vote 2016 and the Grammys.

Awarded leadership of Global Incident Managers supporting the 24/7 restoration of impacted services of company's customers at the Priority 1 level in North America, LATAM, EMEA, and APAC. Partnered with Problem Management, Business Leaders, IT Service Owners, and Client Managers to ensure optimal technology operations and support. ◉ Within 60 days of being hired, exceeded SLA goal of 90% consistently. ◉ Developed all 5 Incident Managers to become Information Technology Infrastructure Library, ITIL(c) certified. ◉ Improved collaborative efforts with carriers and vendors with most incidents closed within 48 hours. ◉ Partnered with IT Vice Presidents to provide global incident reporting on issues with local country vendors.

Recruitment and enrollment process support for undergraduate and graduate students with the online division of Everest University. Guided applicants through the virtual classroom, registration, and financial planning systems. ◉ Appointed team-Lead on technical problem management from desktop to application support.

10944 N56Th Street Temple Terrace Florida 33617

Martial Arts instruction under the Purple Dragon franchise. Chief Operation Officer for Tampa and Palm Harbor locations. Managed all fitness programs for all populations. ◉ Dean of students for the After-School program administered to 9 Hillsborough County schools.◉ Motivational speaker to Fortune 500 companies(Verizon, Capital One, etc.) and for K-12 schools in Florida. ◉ Trained and facilitated all programs from Martial Arts to Yoga, Tai Chi and Pilates, Weight Training, and Flexibility coach.◉ Setup and facilitated systems to improve the functionality of fitness schools across the Florida region.

Tampa/St. Petersburg, Florida Area

Operational Management of the IT assets on the Tampa Campus for Capital One. Directed vendor relations for IT recruitment, Data, and Voice services.◉ Led Disaster Action teams responsible for securing the IT infrastructure and maintenance of communication rooms that provided core functionality to the onsite businesses. ◉ Liaised with vbusiness areas to address productivity and possible scalability of products including international launches in Nottingham, UK and Costa Rica.

Tampa/St. Petersburg, Florida Area

Led the daily operations for desktop and application support for all workstations, servers, and voice platforms serving over 3,000 associates across 5 campus building. ◉ Responsible for IT staffing, training/development, and maintaining satisfactory service levels in accordance with agreed upon service level commitments. ◉ Performance Management and Peer-to-Peer Calibration for over 120 employees through examination of work performance, developmental paths, and ability to improve the bottom line.